Client Management The Role of SponsorConnect and the Account Executives Leecea Johnson, Manager - Plan Sponsor Desk

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Client Management The Role of SponsorConnect and
the Account Executives Leecea Johnson, Manager
- Plan Sponsor Desk
Tailored Services Continued
The Ritz-Carlton, San Francisco, California May
14-16, 2003
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Agenda for Discussion

• Our service model
• The Role of SponsorConnect
• Our Client Management System (CMS)
• The Role of the Account Executive
• Questions and Answers

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Our Service Model
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SponsorConnect
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The Role of SponsorConnect

• Handles day to day calls, emails, faxes, etc.
• Inquiries
• Problem resolution
• Addresses 70 issues during initial call
• On average, calls take less than a few minutes
• Plan Specialist work on a dedicated system
• Tickets, action items and log
• Data
• Very little voice mail
• Proactive calling program
• Consistent service and clear communication
• Measurable service standards

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Role of SponsorConnect

• How can it help you
• Investment or fund information
• Enrollment meetings and materials
• Marketing materials
• Recordkeeping questions
• Questions concerning transactions
• Statement questions
• Service Problems
• Product questions or changes
• Just about everything.

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Areas of Expertise and Training

• Plan Specialist have expertise and
• receive ongoing training in the following areas
• Investments - Series 24, 7, 6 63
• ERISA - ASPA, CEBS and TRS sponsored
• Customer service
• Product and pricing
• Service Agreements / Service Features
• Home Office and Recordkeeping Procedures
• Enrollment and communications tools
• Marketing materials

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SponsorConnect

• General Information
• Phone [phone]
• Fax [phone]
• Email sponsorconnect_at_transamerica.com
• Hours of operation 6am to 5pm Pacific Time
• Team of Plan Specialists with the same access,
  history, knowledge and training
• TA-Retirement.com

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CMS as a tool for competitive advantage
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Client Management System (CMS)

• Dedicated system for client focused personnel
• Web based - accessible anywhere
• Access to all TRS Contract / Recordkeeping data
• Ticket tracking, action items and progress log
• Work flow coordination with supporting groups
• Complete call / client history
• Central knowledge base
• Can assess behavior patterns and trends -
  monitoring
• Enables consistent communication from all TRS
  sources

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Account Executives
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Role of the Account Executive

• Focus on key accounts and building
  relationships
• Face to face solution
• Point of escalation
• High level problem resolution
• Responsible for asset retention and growth
• Focus is on proactive activities i.e. visits and
  calls
• Need to work as a team with TPA, producer and
  client
• Have to meet aggressive goals with their book of
  business
• Employ consultative approach
• Annual Plan Review tool

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Role of Account Executive

• How can they help you
• Work through a service problem
• Build a communication / education plan
• Review your contract / product
• Review investment line up
• Thinking through mergers acquisitions
• Building relationships with your clients
• Getting other TRS experts involved
• Building a well rounded team for your clients

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Account Executive Assignment and Standards

• Proactive Visits and Calls
• Assets Deposits Visits Calls
• gt 3 MM gt 500K 2 1
• 1 - 3 MM 250 - 500K 1 2
• 750K and gt150K 1 1

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Account Executives and Regional Managers
Northeast Region Mgr., Kevin Flaherty
Western Region Mgr., Michael Prendes
Mid-Western Region Mgr., Norman Lowe
John Hasenfuss Donna Dumas Diane Dineen
Jan Hayford
Kate Papas Mary Randel Jennifer White Beth
Potter Elizabeth Sloan Ann Greene
Kathryn Murray
Matt Kolenich Carol Dibble
Carole Trice Joe Talbot Eileen Carrol Holly
Troilo Amy Zaccario
Sylvia Milani
Adrienne Lynn Martin Esser Kelly Kain
Southern Region Mgr., Teresa Sylvester
Kim Cochrane-DC David Read-DC Lee Zimmerman Ed
Hill Kaye Sadler Iris Sarabia Wendy Hager
Elaine Specht
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Annual Plan Review

• Formal Document
• Tool for the Account Executives. and you?
• Reviews and assesses the past year for the client
• Industry Trends
• Plan Design
• Investments
• Services utilized
• Communications
• Updates on products and services
• Presented face to face
• Presented as a team with you

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